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We use the OOB Knowledge Base Search control for multiple customers Since the latest release there are allready some improvements implemented for the admin experience (automatic filtering etc.), but we are missing crucial functionality for the agent experience. It would be great if it's possible to add below features to the KB-Search control in order to make this a valuable solution for all D365 customers. 1. Possibility to show related articles. If you search an specific article and select one from the results, you only see the actual content. It would be very valuable if related articles are also shown. This is helpfull for agents in order to find the right article. 2. Possiblity to show, preview and download attachments. In some cases it's needed to add an attachment to an article, but at this moment agents needs to navigate to knowledge articles entity, find the article and open the attachment. This cost to much time and influences much KPI's. 3. Capture Searches from agents. It would be great if searches will be captured in order to make it possible for content officers to improve the keywords in excisting articles.

STATUS DETAILS
Planned
2021 Release Wave 1
Ideas Administrator

Thank you for your feedback.

This is a great suggestion! There are multiple feedbacks in the list, some of them will be taken care in recent release wave and some will be taken care in future release wave, please keep monitoring the release notes to get latest information. 

Sincerely,

PM,

Microsoft.

Comments

G

@Joshua Lehmann, can you please create this as a separate idea. It would help us to track and get more votes.

Great suggestions, we would also highly appreciate these features!
What I need to add here is: showing a bit more article Information on the Search results list would help a lot to find the correct article:
Displaying related product, article categories, keywords. That would increase the agents productivity a lot.
Also adding these fields to the filter would help a lot so you can for example only search for articles that belong to a special product.

Category: Knowledge Management

G

Has there been any progress on this. I have seen enhancements to KBs but we still cannot see all information of a KB when using KB search.

Category: Knowledge Management

G

Still Attachments can't be previewed.

Category: Knowledge Management

G

Having a link to the article would also be great so you could look other information related to the article. At the moment you don't have the Article ID so it is hard to even find the article if you need to. Definitely very low productivity at the moment. Really surprising since KBs have been around a long time and this one is definitely nowhere near the market leaders.

Category: Knowledge Management

G

Great suggestions, we would also highly appreciate these features!
What I need to add here is: showing a bit more article Information on the Search results list would help a lot to find the correct article:
Displaying related product, article categories, keywords. That would increase the agents productivity a lot.
Also adding these fields to the filter would help a lot so you can for example only search for artciles that belong to a special product.

Category: Knowledge Management